-- The expansion of a customer relationship contract to design,
implement, and support centralized call treatment and enterprise call
routing for one of the nation's largest retailers. The solution centrally
answers calls destined for any of the retailer's over-800 stores through a
speech enabled application and then routes the calls to the appropriate
department within the store or to a central call center. This solution
helps ensure that all customer calls receive exceptional service and, for
the retailer, reduces operating costs and increases direct sales revenue.
-- The renewal of an agreement to provide maintenance and support
services to a Fortune 50 health and wellness company. Under this
agreement, eLoyalty will continue to monitor and support a complex multi-
site voice architecture that covers over 5,000 agents, multiple vendors and
industry leading technologies.
-- A new contract with a regional Blue Cross/Blue Shield healthcare
insurer to design, implement and support a 260 user enterprise call center
solution based on Voice over IP (VoIP) technology from Cisco Systems and
Calabrio. The solution will include intelligent voice response (IVR) self-
service, call routing, a screen pop of data for the agent, advanced
reporting, workforce management and VoIP telephony capabilities.
-- A contract for the design phase of an enterprise VoIP implementation
for a very large distributor of laboratory equipment, supplies and
chemicals. The solution is being designed for the company's 6 North
American contact centers to improve customer service and reduce operating
costs.
These contracts are comprised of the following:
-- $4.0 million Managed Services that is expected to be recognized over
the next twelve months;
-- $2.3 million Consulting Services that is expected to be recognized
over the next two quarters; and
-- $1.3 million Product Resale that is expected to be recognized in the
first quarter.
About eLoyalty
eLoyalty helps its customers achieve breakthrough results with
revolutionary analytics and advanced technologies that drive continuous
business improvement. With a long track record of delivering proven
solutions for many of the Fortune 1000, eLoyalty's offerings include
Behavioral Analytics™, Integrated Contact Solutions and Consulting
Services, aligned to enable focused business transformation. For more
information about eLoyalty, visit www.eloyalty.com or call 877-2ELOYAL.
Safe Harbor Statement
This press release contains forward-looking statements within the meaning
of the Private Securities Litigation Reform Act of 1995, including
statements regarding anticipated financial results and other matters that
are not strictly historical in nature. These forward-looking statements
are based on current management expectations, forecasts and assumptions,
and are subject to risks and uncertainties that could cause actual results
to differ materially from those expressed or implied by the forward-looking
statements. The risks, uncertainties and other factors that might cause
such a difference include those described under "Forward-Looking
Statements" and "Risk Factors" in eLoyalty's Form 10-K, Form 10-Q and other
filings with the U.S. Securities and Exchange Commission. Readers are
cautioned not to place undue reliance on forward-looking statements. They
reflect opinions, assumptions and estimates only as of the date they are
made, and eLoyalty Corporation undertakes no obligation to publicly update
or revise any of these forward-looking statements, whether as a result of
new information, future events or circumstances or otherwise.
Contact Information: Contact: eLoyalty Corporation Chris Min Vice President and Chief Financial Officer (847) 582-7222